Transition Manager

• Own end‑to‑end onboarding for new Fusion5 customers
• Lead service transition projects that set customers up for long‑term success
• Newly created role with the chance to help build the framework

 
At Fusion5, we're more than a solutions provider - we're a Transformation Partner. Across Australia and New Zealand, we help ambitious organisations go beyond by unlocking greater value, innovation and impact from their technology investments.
 
Across business applications, AI, cloud, data, integration and managed services, we bring together connected solutions that solve real business problems and deliver lasting value. We're deeply committed to our customers' success, and we bring that same energy and care to supporting our people.
 
We're now creating a brand‑new Transition Manager role in New Zealand to strengthen how we onboard and transition new Managed Services customers into our support model. This role is the operational heartbeat of the onboarding experience — you'll bring structure and confidence to customers during a high‑stakes change period, while coordinating internal teams to ensure everything is set up properly from day one.
 
This is a rare opportunity to help shape and standardise our onboarding approach — building the playbooks, lifting the customer experience, and helping set the benchmark for what "great" looks like as we continue to grow.
 
What You'll Do
In this role, you'll own and manage end‑to‑end onboarding for new Managed Services customers — from kick‑off through to go‑live and handover — ensuring a smooth transition into our ongoing support model. You'll act as the primary operational point of contact during onboarding, keeping customers and internal stakeholders aligned, informed, and moving forward. You will: 

• Lead onboarding and service transition activity for new Managed Services customers
• Act as the central point of contact during onboarding, aligning customers and internal teams
• Run technical discovery to understand customer environments, requirements and support expectations
• Build and manage onboarding plans aligned to contract scope, coordinating delivery across Service Desk, technical and customer teams
• Facilitate onboarding kick‑offs and maintain clear, consistent communication throughout the transition
• Ensure clean handover into steady‑state support, with customers set up for long‑term success
• Maintain accurate environment and service documentation
• Manage associated transition work such as Microsoft 365, infrastructure or cloud onboarding where required
• Drive consistency and improvement by developing onboarding frameworks, runbooks and ways of working
• Identify and manage risks, dependencies and delivery issues early
• Provide onboarding input into pre‑sales where needed, including timelines and estimates 

What You'll Bring
This role suits someone who enjoys working at the intersection of customer experience, technical coordination and project delivery — and who brings calm structure to complex transitions. You'll bring: 

• 5+ years' experience in project management, onboarding, or service transition roles within an MSP or IT services environment
• A solid understanding of IT service delivery, including Microsoft 365, cloud platforms, infrastructure and endpoint management
• Strong customer‑facing skills with the ability to set expectations, communicate clearly, and build trust quickly
• Experience using PSA and service delivery tools, along with strong documentation practices
• Confidence managing multiple projects in parallel and prioritising effectively in a fast‑moving environment
• A continuous improvement mindset, with an interest in building frameworks and refining ways of working
• A collaborative approach and the ability to work closely with Sales, Pre‑Sales, Service Desk, Engineering and leadership teams
• Relevant project, service or IT certifications (PRINCE2, PMP, Agile or ITIL) are desirable but not essential

 
What's in it for you?
"Go Beyond" isn't a marketing line at Fusion5, it's the standard we hold ourselves to. It reflects a convergence of solutions, services, and capabilities that enables clients to realise their business vision, with AI as a strategic lever for transformation.
 
At Fusion5, you'll have the autonomy to shape a practice, the backing of an established trans‑Tasman organisation, and the opportunity to work alongside people who genuinely care about outcomes - not just output. We're proud to be a diverse, inclusive and forward‑thinking employer, and we're committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer a strong set of values and benefits that reflect how we work and what we stand for. 

• Collaborative, supportive culture where people enjoy working together
• Flexible work arrangements and a genuine focus on work-life balance
• Birthday leave, volunteer days, and regular social events
• Clear development pathways and opportunities to grow with the practice

 
If you're motivated to help build something new — and enjoy being the person who brings clarity, confidence and momentum to customer transitions — we'd love to hear from you. Apply now.
 
Bring your personality to your application. We value the human connection and take the time to read all our CVs - despite how helpful AI can be.